Please reference the schedule and minimum qualifications listed below before applying.

If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.

Job Summary

Responsible for supporting our members and internal customers with all consumer lending products. Responsible for one call/touch resolutions, if someone reaches our department whether via call or email it is taken care of. Responsible for creating a seamless and pain free experience with all consumer lending products from beginning to end Responsible for working with other teams, departments, vendors and outside carriers to ensure a positive member and internal customer experience.

Job Description

LOCATION

Mountain America Center - Hybrid:

9800 S Monroe St
Sandy, UT 84070

SCHEDULE

Full time; Monday-Friday 9:00am-6:00pm; potential rotating Saturdays with some holidays (rotated responsibility)

*Hybrid schedule: At-home and In-office expectations depending on business need.

To be effective, an individual must be able to perform each job duty successfully.

• Exhibits outstanding customer service and problem solving skills to enhance each caller’s financial relationship with Mountain America Credit Union.
• Takes ownership and provides one call/touch resolution on all questions or concerns originating from internal and external customers (in person, over the phone, via email, etc.)
• Responsible for being the liaison between vendors, carriers, administrators, agencies, and members/internal customers to resolve questions and concerns that arise
• Partners with the Production and Implementation teams to support the rollout of new and enhanced products
• Cross trained and able to assist with all support team responsibilities and duties as needed.
• Approves goodwill claims up to Tier 1
• Negotiates customer service solutions for credit union employees and members in relation to all consumer lending products.
• Extensively researches problems using systems available including but not limited to Symitar, Image Retrieval, Application Xtender, Carrier Websites, ALPs, Allegro, Lending 360.
• Processes, reviews, submits and facilitates all insurance claims for various insurance products.
• Work as an advocate for our membership creating open and transparent communication through the entire insurance claim process.  Working with carriers, administrators, vendors, agencies, and credit union employees to ensure a seamless and pain free experience with Mountain America’s products from beginning to end.
• Responsible for handling detailed conversations with members and internal customers regarding consumer lending products including but not limited to claims processes, updates and payout break downs, coverage review and explanations, denial breakdown and review.
• Processing insurance related documentation from providers
• Provides customer support for all consumer lending products
• Ability to work on projects as an individual or as a team to enhance or improve processes, technology systems, department procedures, administrative functions and compliance initiatives.
• Updates and maintains tracking/ticketing systems or data worksheets
• Ability to create, produce, work, analyze, update and maintain various reports, data tracking spread sheets, and ticketing systems as requested.
• Processes and posts payments for various consumer lending products
• Handles all billing exceptions for consumer lending products
• Reconciles, updates and processes billing for all consumer lending product Including but not limited to: GAP, VPP, Debt Cancellation, Credit Insurance, CPI, AD&D, AFLAC, Life Help, & Cell Phone Insurance
• Verifies all billing information for accuracy and handles final billing transactions
• Handles/balances the departments GLs and accounts
• Works with accounting to provide reports that identify outages and help to fix them
• Reviews department reference material and member facing messaging for accuracy
• Assists in mentoring and training other admin team members
• Fills the need of Assistant Manager in the absence of or at the request of management
• Other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individual